This position will provide management oversight of our production infrastructure. The Manager will direct communication updates and ensure proper incident escalations. Additionally, the Manager will have reporting responsibility for all production support staff for the respective shift. Though this will focus on oversight and management of TSG services, the Duty Manager will engage (from an awareness perspective) on impacting incidents managed outside of TSG.

Desirable Qualities:

A duty manager must be an exceptional communicator in both verbal and written form. He / she must be able to assimilate technical information and then communicate back to key senior managers in a non-technical manner.

·Advanced Decision Making skills are also a key skillset. Accreditation in ITIL Foundations and or Kepner Trego Problem Management (or comparable) are essential for this role.·A sense of urgency and willingness to be accountable for the state of operations stability / performance is a must.·A successful candidate will have a strong presence. He / she is professional and has good customer service and public relations skills. She / He has good conflict resolution skills. She / He has an outgoing personality, is reliable and dependable.·Teamwork is a key part of the role and the successful candidate will thrive in that environment.·This is a time sensitive / mission critical role and as such must be comfortable working under pressure.·Experienced in the securities or financial services industry is a plus.Basic Responsibilities:

·Staff providing Production Support Services, on the respective shift, will have matrix reporting/accountability responsibility to the Duty manager.·Incident escalations, across TSG and Key Business Operations Areas, will be communicated to the Duty Manager (primary point of contact for all escalations)·The Duty Manager will monitor facilitated P1/P2 incidents for engagement, impact assessment, progress and escalation.·The Duty Manager will monitor scheduled changes to ensure unexpected developments are properly addressed, high risk change status is updated in a timely fashion and change / incident correlation is performed.·The Duty Manager will chair "beginning of day / End of Day Operations Status Calls·The Duty Manager will be empowered to make decisions, with SME input, across all disciplines.

Qualifications

Bachelor's degree in computer science or a related discipline, or equivalent work experience required. 8+ years of experience in infrastructure operations required with related supervisory, management and administrative experience, experience in the securities or financial services industry is a plus.